Complaints system not working?

[sasaki]

Before I actually rip my hair out… could somebody please provide me with a way of contacting Virgin Media, in writing, via web or email? As a caveat, I do not use/have access to WhatsApp

Their web form is not working. Shows “****” for complaint reference number and doesn’t send any auto-receipt or log of complaint.

I have tried:

Multiple browsers.

Different checkboxes on web form to submit.

Accessing via web and app

Any help would be much appreciated.

[Andrew-G]

There's always donkey post at the address halfway down this page.  Given VM's universal quality standards, I'd always recommend using recorded post, and reading up on the escalation routes to the industry adjudicator which is towards the bottom of that linked page.

[Lee_R]

Hi sasaki, thanks for posting and welcome to our community.

Sorry to hear you've had an experience that has led you to needing to raise a complaint.  I can do this on your behalf, if you require?  I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[SCVMACC]

Hi there, 

Complaints system also not working for me. Same problem. I had the same problem a month ago. When someone has a complaint the best way to make them really annoyed is to invite them to spend 10 minutes carefully writing their complaint and then deleting it. It's not funny and really Virgin Media you need to do better.

[SCVMACC]

PS... and just to add. The Virgin Media code of practice states you can also phone 0345 454 1111 to make a complaint but there is no option to make a complaint so please could someone tell me how I make a complaint other than writing to Virgin Media? I am usually a very calm person but my whole experience for the last 18 months with Virgin Media has made me very angry. 

[jem101]

Can't help but speculate about what happens if you make an official complaint about the complaints system?

Some kind of infinite recursive loop gets generated - might possibly explain the Netflix fiasco, I suppose?😃

[Tom_W1]

Hi @SCVMACC thanks for your post here, although I'm sorry to hear of your concerns raised here.

Can you please elaborate on what issues you are having please and we'll do our best to support on here?

Many thanks

[SCVMACC]

Hi @Tom_W1 I will DM you... 

[Kath_F]

Hi SCVMACC, 

Thanks for coming back to us on this. Please do not message members of the Forum Team unless they have specifically asked you to, or you are replying to a message they have sent you. We're unable to help with queries received directly. 

Can you please expand on the issues you are having via this public thread omitting any personal details. 

From there, we can then this up if it's something we can help with and reply to you here. Should we need to take the conversation into private message then, we will do just that. 

Many thanks, 

[numz007]

I had exactly the same problem with complaining. I have called and they have not logged the problem so I have tried using your complaints system and it is coming up with **** as a complaints reference so please can you give me an avenue to raise my complaint otherwise I will have to go to the ombudsman